Packages support issues into escalation briefs with context from tickets, CRM, trackers; assesses impact and targets engineering/product/leadership for bugs, multi-customer problems, churn risks, or SLA breaches.
From customer-supportnpx claudepluginhub cy-wali/knowledge --plugin customer-supportThis skill uses the workspace's default tool permissions.
Guides Next.js Cache Components and Partial Prerendering (PPR) with cacheComponents enabled. Implements 'use cache', cacheLife(), cacheTag(), revalidateTag(), static/dynamic optimization, and cache debugging.
Migrates code, prompts, and API calls from Claude Sonnet 4.0/4.5 or Opus 4.1 to Opus 4.5, updating model strings on Anthropic, AWS, GCP, Azure platforms.
Details PluginEval's skill quality evaluation: 3 layers (static, LLM judge), 10 dimensions, rubrics, formulas, anti-patterns, badges. Use to interpret scores, improve triggering, calibrate thresholds.
If you see unfamiliar placeholders or need to check which tools are connected, see CONNECTORS.md.
Package a support issue into a structured escalation brief for engineering, product, or leadership. Gathers context, structures reproduction steps, assesses business impact, and identifies the right escalation target.
/customer-escalation <issue description> [customer name or account]
Examples:
/customer-escalation API returning 500 errors intermittently for Acme Corp/customer-escalation Data export is missing rows — 3 customers reported this week/customer-escalation SSO login loop affecting all Enterprise customers/customer-escalation Customer threatening to churn over missing audit log featureParse the input and determine:
Use the "When to Escalate vs. Handle in Support" criteria below to confirm this warrants escalation.
Pull together relevant information from available sources:
Using the impact dimensions below, quantify:
Using the escalation tiers below, identify the right target: L2 Support, Engineering, Product, Security, or Leadership.
If the issue is a bug, follow the reproduction step best practices below to document clear repro steps with environment details and evidence.
## ESCALATION: [One-line summary]
**Severity:** [Critical / High / Medium]
**Target team:** [Engineering / Product / Security / Leadership]
**Reported by:** [Your name/team]
**Date:** [Today's date]
### Impact
- **Customers affected:** [Who and how many]
- **Workflow impact:** [What they can't do]
- **Revenue at risk:** [If applicable]
- **Time in queue:** [How long this has been an issue]
### Issue Description
[Clear, concise description of the problem — 3-5 sentences]
### What's Been Tried
1. [Troubleshooting step and result]
2. [Troubleshooting step and result]
3. [Troubleshooting step and result]
### Reproduction Steps
[If applicable — follow the format below]
1. [Step]
2. [Step]
3. [Step]
Expected: [X]
Actual: [Y]
Environment: [Details]
### Customer Communication
- **Last update to customer:** [Date and what was communicated]
- **Customer expectation:** [What they're expecting and by when]
- **Escalation risk:** [Will they escalate further if not resolved by X?]
### What's Needed
- [Specific ask — "investigate root cause", "prioritize fix",
"make product decision on X", "approve exception for Y"]
- **Deadline:** [When this needs resolution or an update]
### Supporting Context
- [Related tickets or links]
- [Internal discussion threads]
- [Documentation or logs]
After generating the escalation:
From: Frontline support To: Senior support / technical support specialists When: Issue requires deeper investigation, specialized product knowledge, or advanced troubleshooting What to include: Ticket summary, steps already tried, customer context
From: Senior support To: Engineering team (relevant product area) When: Confirmed bug, infrastructure issue, needs code change, requires system-level investigation What to include: Full reproduction steps, environment details, logs or error messages, business impact, customer timeline
From: Senior support To: Product management When: Feature gap causing customer pain, design decision needed, workflow doesn't match customer expectations, competing customer needs require prioritization What to include: Customer use case, business impact, frequency of request, competitive pressure (if known)
From: Any support tier To: Security team When: Potential data exposure, unauthorized access, vulnerability report, compliance concern What to include: What was observed, who/what is potentially affected, immediate containment steps taken, urgency assessment Note: Security escalations bypass normal tier progression — escalate immediately regardless of your level
From: Any tier (usually L2 or manager) To: Support leadership, executive team When: High-revenue customer threatening churn, SLA breach on critical account, cross-functional decision needed, exception to policy required, PR or legal risk What to include: Full business context, revenue at risk, what's been tried, specific decision or action needed, deadline
When escalating, quantify impact where possible:
| Dimension | Questions to Answer |
|---|---|
| Breadth | How many customers/users are affected? Is it growing? |
| Depth | How severely are they impacted? Blocked vs. inconvenienced? |
| Duration | How long has this been going on? How long until it's critical? |
| Revenue | What's the ARR at risk? Are there pending deals affected? |
| Reputation | Could this become public? Is it a reference customer? |
| Contractual | Are SLAs being breached? Are there contractual obligations? |
Good reproduction steps are the single most valuable thing in a bug escalation. Follow these practices:
Don't escalate and forget. Maintain ownership of the customer relationship.
| Severity | Internal Follow-up | Customer Update |
|---|---|---|
| Critical | Every 2 hours | Every 2-4 hours (or per SLA) |
| High | Every 4 hours | Every 4-8 hours |
| Medium | Daily | Every 1-2 business days |
Not every escalation stays escalated. De-escalate when:
When de-escalating: